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In a service economy, customer satisfaction is the proverbial Holy Grail -- especially in uncertain economic times. So says Claes Fornell, author of "The Satisfied Customer." |
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Monday, 18 February 2008 |
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We live in an age of instant gratification. Thanks to the internet and mobile technology, the ability to access information, products and services is at our fingertips 24/7. Is it any wonder, then, that consumers are beginning to expect the same of customer service? |
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Monday, 18 February 2008 |
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Most businesses spend more time and energy trying to find new customers instead of retaining those they have. The logic behind customer retention is simple: It costs far less money to keep customers happy than you will spend on recruiting new ones. Loyal customers tell their friends about your business and will spend more money than new customers. |
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Monday, 18 February 2008 |
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The first thing that most people think of when they hear a customer complaint, is that it is bad for business, and future sales can be lost. While this can be true, it is also possible to turn customer complaints into a profitable situation, with great possibilities for the future. |
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Tuesday, 12 February 2008 |
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Getting people in your door is not the most difficult part of running your business, it's getting them to come back and, better yet, getting them to recommend your business to other people they know. |
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Monday, 11 February 2008 |
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There’s nothing worse for business than an angry customer—and nothing more important than rebuilding the trust they’ve lost in you as a business owner. An angry customer doesn’t have to be a lost one: you can rebuild their trust in your business and ensure they return by implementing easy changes and taking pains to correct what went wrong in the first place |
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Friday, 08 February 2008 |
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High-tech purchases and gifts too often come with a downside: the need to contact customer service or technical support. For instance, a radio-controlled airplane I got as a gift had instructions that were both useless and amusing. The person who translated the instructions from Chinese knew about as much English as I know Chinese |
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Thursday, 07 February 2008 |
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Bad customer service is rarely forgotten. In fact, the experience often gets repeated to friends and family. But on-the-job rudeness, unhelpfulness and inattention to customers are becoming the norm |
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Wednesday, 06 February 2008 |
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Customer loyalty is one of the first things on executives' minds, and certainly first on their lips when asked about top business concerns. Studies indicate that customers will go to a competitor after just one or two bad experiences; there are few barriers to prevent customers switching; and social media have put the power of communication squarely in the hands of the consumer. |
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Wednesday, 06 February 2008 |
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While the National Retail Federation's Dan Butler says most retailers do everything they can to satisfy customers, electronics manufacturers prefer to have products go back to them so they can better track problems with their products. "Most policies are very, very liberal, but with electronics they are more stringent because it's so competitive," he says |
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Friday, 01 February 2008 |
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